• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareEasy to use and accessible for everyone. Design, send and analyze online surveys.research edition iconResearch SuiteA suite of enterprise-grade research tools for market research professionals.CX iconCustomer ExperienceExperiences change the world. Deliver the best with our CX management software.WF iconEmployee ExperienceCreate the best employee experience and act on real-time data from end to end.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseAskWhyCommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX

Fintech Customer Experience: What It Is, Areas + Ways to Improve

Discover Fintech customer experience and optimize your Fintech services for success. Explore main areas & learn ways to improve.

Excellent customer service has become essential for organizations targeting to attract and retain customers in today’s competitive landscape. Fintech customer experience is one of the aspects that has marked the difference between traditional financial services and the emerging sector of neobanks, cryptocurrencies, blockchain, and other technologies that are gradually replacing older technology.

As a result, we have included all you need to know about Fintech, its importance, and how you can improve the Fintech customer experience in this rapidly increasing area in this post.

Content Index hide
What is Fintech?
Advantages of providing customer experience in fintech
7 main areas of Fintech
5 Ways to improve Fintech customer experience
Conclusion

What is Fintech?

Fintech is a type of technological software or application used to assist companies, business owners, and consumers in better and more automated management of their financial operations, processes, and lives through specialized algorithms on computers and mobile devices.

The term “Fintech” combines financial technology and encompasses any technology used to augment, streamline, or digitize the services of traditional financial institutions.

Fintech includes different sectors and industries, such as education, retail banking, nonprofit and fundraising, and investment management, to name a few.

Fintech platforms allow you to perform everyday tasks such as depositing checks, moving money between accounts, paying bills, or applying for financial aid. Still, they also cover technically intricate concepts such as loans between individuals or cryptocurrency exchanges.

Advantages of providing customer experience in fintech

Financial technology (Fintech) companies create new value for consumers by focusing on customer experiences through technology.

Fintech services make it possible to improve the customer experience by offering highly personalized services, for which traditional banks have not yet designed a convincing offer.

Fintech companies are enhancing the customer experience with new products, services, and functionality such as blockchain-based marketplaces, cryptocurrencies, global remittances, crowdfunding, cross-border payments, and open banking.

Fintechs are also complementing customer experiences with improvements to existing functionality, such as faster payment settlement, smart contracts in trading and lending services, cross-border custody services, and more functional payment cards.

The fintech sector has developed new technological tools to improve the customer experience, which makes the traditional model of the financial-banking sector obsolete.

For example, fintechs that offer digital wallets contribute to a seamless customer experience, simplifying procedures and facilitating online commerce.

7 main areas of Fintech

There are 7 main areas that makeup what Fintech or financial technology is.

01. Mobile banking

Mobile banking is an important part of the fintech industry. In the world of personal finance, consumers increasingly demand easy digital access to their bank accounts, especially on mobile devices.

Banking customers in different markets consume content differently, which influences the entire customer journey, customer expectations, and even the graphical user interface design of a mobile banking app.

Most big banks now offer some sort of mobile banking feature, especially with the rise of digital banks, or “Neobanks.”

Neobanks are essentially banks with no physical branches, offering checking, savings, payment, and lending services to their customers on a fully mobile and digital infrastructure.

02. Cryptocurrency and Blockchain

Parallel to financial technology, cryptocurrency and the chain of blocks (blockchain) have been born. Blockchain is the technology that enables cryptocurrency mining and markets, while advances in cryptocurrency technology can be attributed to both blockchain and Fintech.

Although blockchain and cryptocurrency are unique technologies that can be considered outside the realm of Fintech, both are theoretically necessary to create practical applications that advance Fintech.

03. Investment and savings

Fintech has caused an explosion in the number of investment and savings applications in recent years.

Although these apps differ in their approach, each uses a combination of automated small-dollar savings and investment methods, such as instant round-up deposits on purchases, to introduce consumers to markets.

04. Machine learning and trading

Machine learning has played an increasingly important role in financial technology, allowing large amounts of customer data to be processed by algorithms that can identify risks and trends.

All this allows consumers, investors, banks, and various associations to have a complete vision of the processes of acquiring goods and avoid possible risks.

05. Payments

Fintech has made it possible to facilitate payment procedures between any payment in the world, accelerating the digital transformation of thousands of businesses and consumers’ adoption of these technologies.

06. Loans

Fintechs also review credit by streamlining risk assessment, speeding up approval processes, and making access easier.

Billions of people worldwide can now apply for a loan on their mobile devices, and new data points and risk modeling capabilities are extending credit to underserved populations.

07. Insurance

Today, fintech businesses are collaborating hand in hand with the traditional insurance industry to facilitate the automation of processes and be able to offer broader coverage. 

Experiences change the world. Deliver the best with our CX management software and delight your customers at every touchpoint. Request Demo

5 Ways to improve Fintech customer experience

Now that you know what fintech is and what the main areas it covers, it’s time to find out how the customer experience can be improved in this rapidly developing area:

01. Listen to your customers

Collect the opinions of your customers about the services. You want to know how they are feeling, understand their problems, and get an idea of ​​their priorities. You may improve the Fintech customer experience by responding to your customer’s needs and providing quality customer service through effective communication.

For this, it is convenient to apply customer satisfaction surveys and opinion forms and analyze customer reviews and their conversations with your sales, support, and customer success teams.

You can also evaluate trends in support tickets, cancellations, social media posts that speak to your brand, and anything else you can look at to understand what your customers are looking for. You may also want to perform a sentiment analysis on this data.

02. Chatbots and virtual assistants

Customer onboarding is essential for the Fintech customer experience, as it helps new users to find themselves in the financial services ecosystem.

To carry out customer onboarding, it is recommended to focus on Chatbots, AI, and improved Fintech customer service to answer simple questions without overlooking human interaction to increase customer empathy.

Most people are not tech-savvy or financially savvy, so it’s also a good idea to implement different types of self-service (such as an efficient FAQ section) to automate the app awareness process and let people manage their money in March.

03. Make your UX implementation smooth and responsive

People form their opinion about Fintech applications based on how easy, intuitive, and fast their operations are: transferring or counting money. Therefore, the application’s design has to be optimized for most devices and screen sizes.

A large part of the customer experience in Fintechs has to do with how easy it is for their clients to use their platform. The idea is to reduce customer effort and create a seamless experience that is never interrupted.

04. Increase the security of your data

There is literally no way you can offer your customers a positive experience program if they don’t trust you.

As a Fintech company, data security should be one of your main concerns. In addition to ensuring the privacy and security of financial transactions and operations, you must also ensure that customer support data is well protected.

Ensure you comply with PCI DSS (Payment Card Industry Data Security Standard) and ISO/IEC 27001:2013.

05. Bet on omnichannel

Offering an omnichannel customer experience is essential to keep up with the needs of today.

Your customers want to be able to contact you through whatever channel they use at any time. You shouldn’t force them to change the channel to get in touch.

However, if they decide to get in touch through one medium and then move on to another channel, you need to make it possible for them to continue their interaction seamlessly across multiple channels without starting from scratch.

Your chatbot and agents should have the context of previous conversations carried across all customer touchpoints, making their experience truly omnichannel.

Conclusion

The fintech industry is transforming the financial services environment with its innovative and technology-driven approach. By improving the customer experience, fintech companies create personalized services, innovative products, and streamlined functionalities that outperform traditional banking offerings.

To succeed in this competitive environment, fintech companies must prioritize customer-centric approaches, actively listen to their customer’s demands, and constantly improve the user experience through seamless interfaces, data security, and omnichannel accessibility.

QuestionPro is a robust survey software offering survey and research solutions to help companies and individuals. These platforms cater to various needs and desires of clients. If you want to take advantage of this tool, we welcome you to sign up for a free trial or share your requirements via our online chat.

       

SHARE THIS ARTICLE:

About the author
QuestionPro Collaborators
Worldwide team of Content Creation specialists focusing on Research, CX, Workforce, Audience and Education.
View all posts by QuestionPro Collaborators

Primary Sidebar

Take full control of your customer journey

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

Gamification in eLearning: What it is + Guide

May 24,2022

HubSpot - QuestionPro Integration

Top 20 Customer Feedback Tools for 2025

Nov 27,2023

HubSpot - QuestionPro Integration

Patient Journey Mapping: What it is, Benefits and 5 Steps to Do it

Jul 20,2023

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

Footer

MORE LIKE THIS

wells-fargo-nps-2025

Wells Fargo NPS 2025: What Businesses Can Learn

May 19, 2025

word-cloud

Word Cloud: What it is & How to Use QuestionPro Word Cloud?

May 16, 2025

synthetic data and ai - market research

Redefining Research Strategy with AI and Synthetic Data

May 15, 2025

Kohl's-NPS-2025

Kohl’s NPS & Satisfaction in 2025

May 15, 2025

Other categories

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • Synthetic Data
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use